In the first email- rather than 'put their garbage', write 'throw away their garbage'. You are an Estate officer (not manager) In the second email, in the second problem, you have too many 'so's. Is Ellen Ma a man or a woman? Do not use 'would' for giving suggestions. use 'could' instead. Spelling - sufficient / inconvenience / response / understand In the letter, you do not need a preposition after 'mentioned' garbage is put In the letter, rather than suggest /had better, write what will be done. use complete sentences- I hope that...
To. Becky Chan, Accounts Manager
From. Jan Wong, Estate Officer
Date:20 March 2011
Subject: Request for Advice
Dear Becky,
I would like to ask for your advice about a complaint letter from the resident, Ellen Ma because I do not know what to do.
Actually, in this complaint letter, there are four key problems, one is about the new garbage system, another is about no prior consultation with residents, as well as the possibility about the robbery and the final one is about the rudeness and unhelpfulness of staff in the Management Office.
This was the first time I faced this situation as I thought the residents had the right to choose their own way to put their garbage. On the other hand, as I am the Estates Manger , I need to follow the instructions from our Management team. So, I feel very embarrassed and do not know what to do.
Could you give me some advice?
Best Regards,
Jan
To. Richard Chan, Accounts Dept
From. Jan Wong, Estate Officer
Date: 21 March 2011
Subject: Seek Approval for Recommendations
Dear Richard,
I would like to seek your approval about the problem raised by a resident, Ellen Ma. In this e-mail, I would outline the problems, causes and suggested solutions.
First of all, the resident complained about four key problems, one is about the new garbage system, another is about no prior consultation with residents, as well as the possibility about the robbery and the final one is about the rudeness and unhelpfulness of staff in the Management Office.
1. New garbage system
The cause of this complaint was due to the inconvenience of the system. Every resident has to keep one key to open the refuse room to put his/her garbage. If they lose their keys, they have to keep all garbage at their home. So, I suggest each resident can get a spare key to open the room.
2. No prior consultation with residents
The old system has its own weakness as we have to hire additional staff to collect the garbage, which will cost much. So, we have to apply this system as fast as possible without consultation. So, I recommend when there are planned new systems, we had better reserve some time to consult the residents to minimize their complaints.
3. The possibility about the robbery
He was afraid that if he lost the key, there may have robbery. Therefore, I would contact our security team regarding this complaint and ask them to allocate more resources and patrol more frequently.
4. The rudeness and unhelpfulness of staff in the Management Office
Since the complaint is held during Chinese New Year, our staff may not have sufficent time to serve our customers. Regarding this problem, I would suggest our training department could provide specific training about peak festival to increase our quality of service.
Thank for your time and I look forward to your reply.
Best Regards,
Jan
4/F Richland Court,
Ma On Shan
Dear Ms. Ma,
Subject: Reply for complaint dated 21 March 2011
Thank you for your letter. I would like to apologize for any inconvience about the new garbage system. I would explain each situation one by one.
You have mentioned about four key issues, one is about the new garbage system, another is about no prior consultation with residents, as well as the possibility about the robbery and the final one is about the rudeness and unhelpfulness of staff in the Management Office.
Firstly, the new garbage system has its own strength as the environment can be improved. For example, since all garbage have put in the refuse room, the smell will not be released. We know that it is inconvenient that very resident has to keep one key to open the refuse room to put his/her garbage.But, in order to improve our living environment, I hope you will understand. So, I suggest each resident can get a spare key to open the room if you have lost a key.
Secondly, as we would like to implement this system to improve the environment as fast as possible, I know that it may be too rush without any consultation from the residents. So, we assure you that when there are planned new systems, we had better reserve some time to consult the residents.
Thirdly, about the possibility about the robbery, we know that you are afraid that if he lost the key, there may have robbery. In reponse to this incident, we have a large security team which can ensure the safety of our residents but I have contacted them to allocate more resources and patrol more frequently.
Lastly, we have to apologize about the attitude of staff in the Management Office. But, I hope you can undesrstand since it was during Chinese New Year, our staff may not have sufficent time to serve our customers. Regarding this issue, our training department is going to provide specific training about peak festival to increase our quality of service.
Hope the above suggested solutions can make you feel more confidence about our Management team. If you have further questions, you may contact me at 2456 9852.
In the first email- rather than 'put their garbage', write 'throw away their garbage'.
You are an Estate officer (not manager)
In the second email, in the second problem, you have too many 'so's.
Is Ellen Ma a man or a woman?
Do not use 'would' for giving suggestions. use 'could' instead.
Spelling - sufficient / inconvenience / response / understand
In the letter, you do not need a preposition after 'mentioned'
garbage is put
In the letter, rather than suggest /had better, write what will be done.
use complete sentences- I hope that...
To. Becky Chan, Accounts Manager
From. Jan Wong, Estate Officer
Date:20 March 2011
Subject: Request for Advice
Dear Becky,
I would like to ask for your advice about a complaint letter from the resident, Ellen Ma because I do not know what to do.
Actually, in this complaint letter, there are four key problems, one is about the new garbage system, another is about no prior consultation with residents, as well as the possibility about the robbery and the final one is about the rudeness and unhelpfulness of staff in the Management Office.
This was the first time I faced this situation as I thought the residents had the right to choose their own way to put their garbage. On the other hand, as I am the Estates Manger , I need to follow the instructions from our Management team. So, I feel very embarrassed and do not know what to do.
Could you give me some advice?
Best Regards,
Jan
To. Richard Chan, Accounts Dept
From. Jan Wong, Estate Officer
Date: 21 March 2011
Subject: Seek Approval for Recommendations
Dear Richard,
I would like to seek your approval about the problem raised by a resident, Ellen Ma. In this e-mail, I would outline the problems, causes and suggested solutions.
First of all, the resident complained about four key problems, one is about the new garbage system, another is about no prior consultation with residents, as well as the possibility about the robbery and the final one is about the rudeness and unhelpfulness of staff in the Management Office.
1. New garbage system
The cause of this complaint was due to the inconvenience of the system. Every resident has to keep one key to open the refuse room to put his/her garbage. If they lose their keys, they have to keep all garbage at their home. So, I suggest each resident can get a spare key to open the room.
2. No prior consultation with residents
The old system has its own weakness as we have to hire additional staff to collect the garbage, which will cost much. So, we have to apply this system as fast as possible without consultation. So, I recommend when there are planned new systems, we had better reserve some time to consult the residents to minimize their complaints.
3. The possibility about the robbery
He was afraid that if he lost the key, there may have robbery. Therefore, I would contact our security team regarding this complaint and ask them to allocate more resources and patrol more frequently.
4. The rudeness and unhelpfulness of staff in the Management Office
Since the complaint is held during Chinese New Year, our staff may not have sufficent time to serve our customers. Regarding this problem, I would suggest our training department could provide specific training about peak festival to increase our quality of service.
Thank for your time and I look forward to your reply.
Best Regards,
Jan
4/F Richland Court,
Ma On Shan
Dear Ms. Ma,
Subject: Reply for complaint dated 21 March 2011
Thank you for your letter. I would like to apologize for any inconvience about the new garbage system. I would explain each situation one by one.
You have mentioned about four key issues, one is about the new garbage system, another is about no prior consultation with residents, as well as the possibility about the robbery and the final one is about the rudeness and unhelpfulness of staff in the Management Office.
Firstly, the new garbage system has its own strength as the environment can be improved. For example, since all garbage have put in the refuse room, the smell will not be released. We know that it is inconvenient that very resident has to keep one key to open the refuse room to put his/her garbage.But, in order to improve our living environment, I hope you will understand. So, I suggest each resident can get a spare key to open the room if you have lost a key.
Secondly, as we would like to implement this system to improve the environment as fast as possible, I know that it may be too rush without any consultation from the residents. So, we assure you that when there are planned new systems, we had better reserve some time to consult the residents.
Thirdly, about the possibility about the robbery, we know that you are afraid that if he lost the key, there may have robbery. In reponse to this incident, we have a large security team which can ensure the safety of our residents but I have contacted them to allocate more resources and patrol more frequently.
Lastly, we have to apologize about the attitude of staff in the Management Office. But, I hope you can undesrstand since it was during Chinese New Year, our staff may not have sufficent time to serve our customers. Regarding this issue, our training department is going to provide specific training about peak festival to increase our quality of service.
Hope the above suggested solutions can make you feel more confidence about our Management team. If you have further questions, you may contact me at 2456 9852.
Yours sincerely,
Jan Wong